Customer Care Manager

hace 2 semanas

Ciudad de México Viasat, Inc. A tiempo completo

About us:One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.What you'll do:The Customer Care Manager will be responsible for service delivery across all Customer Care channels in Mexico. You will be required to maintain service levels, service delivery, productivity measures, to achieve planned costs targets. The Operations Manager will drive operational effectiveness and efficiency. This highly critical role requires a self-starter who can develop and improve operations through integrated processes, implementing common management processes/services to leverage organization resources.The day-to-day:You will specialize in providing customer-centric and device-appropriate experiences across all delivery channels, products and services.What you'll need:Job Complexity:- Strategic Oversight: Develop and implement customer care strategies to improve satisfaction, retention, and operational efficiency. Requires balancing short-term service goals with long-term business objectives. Team- Performance Metrics and KPIs: Monitor and analyze complex data sets (e.g., customer satisfaction scores, average handle time, first-call resolution rates) to drive performance. Requires proficiency in setting targets, identifying trends, and implementing improvements- Process Optimization: Design and streamline workflows to enhance efficiency and reduce costs while maintaining or improving service quality. Involves identifying bottlenecks and implementing scalable solutions.- Customer Experience Management: Handle escalated customer issues and ensure consistent, high-quality service delivery across touchpoints. Requires empathy, problem-solving, and decision-making under pressure- Cross-Functional Collaboration: Work with departments like sales, marketing, IT, or product teams to align customer care with broader business goals. Requires navigating competing priorities and influencing stakeholders- Budget and Resource Management: Control operational budgets, allocate resources, and justify investments in tools or staffing. Involves financial competence and cost-benefit analysis- Change Management: Lead teams through organizational changes, such as new technology adoption or process overhauls, while minimizing disruptions to serviceCommunication:- Verbal Communication: Clear, concise speaking, ability to articulate ideas effectively in meetings, presentations, or one-on-oneScope:- Industry Knowledge: Customer Care Operations, Vendor Management, Call Center Operations, and Customer ExperienceLeadership / Influence:- Demonstrates competency with the ability to work in a productive, collaborative, and cooperative way in a group of professional employees with a broad range of duties. Proven ability to lead, mentor others, and is seen as a leader across the organizationWhat will help you on the job:- Typically requires 5+ years of managerial experience- Typically requires 5+ years of call center, vendor management, and operations experience- Bachelor's degree or equivalent in a related field, preferred

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